We had an alarm contract with a local company for a number of years and paid for an annual service contract. Whenever we had issues an engineer would promptly attend and take care of the problem with the costs (except parts) covered under the annual contract. The local company was subsequently acquired by SPY. I called with an issue that our alarm showed a fault and kept going off. I was informed that SPY charge for a call out, even if you have an annual service contract. I really don't see the point in paying for an annual contrat when you are charged for any call outs. However, my bigger issue is with the customer handling. The person that I spoke to quite clearly didn't care about retaining me as a customer, doubted my word that I had ever had free call outs and was generally off hand in manner. Needless to say, I will not be renewing the contract and do not recommend this company.